Full Time

Customer Service Representative – American Airlines Remote Jobs

Posted 1 year ago
$15 - $20 per hour

Job Description

Job Type: Customer Service Representative from home
Location: Texas work from home
Company: American Airlines

The Customer Assistance Representative talks to customers in a friendly, professional, and polite way:


Here are the most important parts of the job.

This list is meant to show what the current job entails, but there may be more important (or less important) tasks that are not mentioned. When it’s necessary for the job to run, management will change the job or ask for other tasks to be done. Of course, they will follow all legal requirements, including any obligations related to collective bargaining.

  • Greet customers when they enter the airport or arrive in the ticket area.
  • Check the area around the ticket counter to make sure it meets safety policies and procedures.
  • Helping customers use self-service kiosks to check in and process their bags (e.g., printing boarding passes and receipts)
  • Taking care of and fixing up kiosks (e.g., load paper, clean surfaces)
  • Fixing problems with kiosk technology to find out where problems or errors are coming from
  • Talking to IT about problems with kiosk technology that need more service
  • Checking to see if customers’ carry-on bags follow FAA and American Airlines rules (e.g., size, quantity)
  • Checking and clearing customers’ travel documents (like passports and visas) so they can travel abroad (e.g., using the Timatic database available in the kiosk)
  • helping customers with their checked luggage (e.g., completing credit card transaction, self-tagging, verifying weight)
  • Lines at ticket counters based on when people need to leave or what kind of help they need (e.g., special assistance, to reduce volume of lines or wait time)
  • At the activation station, customers’ self-tagged bags are accepted and activated.
  • Moving luggage around the ticket counter area by hand (e.g., move checked baggage to belt, move oversized bags to designated oversized baggage location)
  • Helping customers check in their medical equipment, sports gear, and other large items (e.g., verify adherence to appropriate policies)
  • When it’s necessary, send customers to customer service agents.
  • Getting documents approved and checked at kiosks
  • Helping customers who can’t walk move around the gate and larger terminal area as they board, get off, or do other things
  • Helping unaccompanied minors board, get off, or use other forms of transportation
  • Giving customers information and directions about the gate
  • Using pagers (for example, to call attention to forgotten items or to ask customers to come back to their locked bags) (at some airports)
  • Possibly doing more related work if management thinks it’s necessary for operations and the collective bargaining agreement.
  • Reporting to work on time, as planned, and at your assigned station or location, including mandatory overtime, different shifts, weekends, and holidays. Finish job-related trainings
  • Follow the rules set by the government (e.g., DOT, FAA, TSA)
  • Follow the company’s rules, procedures, and standards for performance.
  • Company policy says you have to wear uniforms.
  • Give good service to customers in a professional way and in line with American’s rules.
  • Use a variety of internal resources and systems, including when dealing with customers.

People with disabilities who meet the requirements can get reasonable help.


Education and previous work experience are the minimum requirements.

  • Diploma from high school, GED, or international equivalent
  • Must be at least 18 years old
  • You should be able to read, write, speak, and understand English.
  • In some places, you may need to speak more than one language.
  • Local authorities require that you have a valid driver’s license, if applicable.
  • Complete a pre-employment drug test, a thorough background check, or fingerprinting to meet company and security needs.
  • If you want unaccompanied access to airport security identification display areas (SIDA), you have to pass a background check by the FAA.
  • Must be able to get the right security badges from the airport authority and/or US Customs, if needed.
  • Must be able to work in the United States.

Education and previous work experience are the most preferred qualifications.

  • Knowing how to use Sabre or any other Passenger Service System is important.
  • Previous face-to-face experience with customer service
  • Working in a place where things move quickly

What you’ll get

You are welcome to use everything American Airlines has to offer:

  • Perks of Traveling: Are you ready to see the world? Through our global network, you, your family, and your friends can fly to any of more than 6,800 destinations every day.
  • Good for your health: On the first day, you can use your health, dental, prescription drug, and vision benefits to stay healthy. We also offer virtual doctor visits, flexible spending accounts, and a lot more.
  • Wellness Programs: We want you to be the best version of yourself, so our wellness programs give you all the tools, resources, and help you need to get there.
  • 401(k) Program: Employer contributions to your 401(k) program may be available after one year, depending on the group you work with.
  • Even more benefits: There are also discounts on hotels, cars, cruises, and more, as well as an Employee Assistance Program and insurance for pets.
  • You can be who you are at American
  • From the people we hire to the customers we help, everyone at American Airlines works together in a way that is inclusive and diverse. Our 20+ Employee Business Resource Groups help our team members connect with our customers, suppliers, communities, and shareholders. They also help team members reach their full potential and create an inclusive work environment that meets and exceeds the needs of our diverse world.

Are you ready to feel a lot of pride and satisfaction when you do your part to keep the biggest airline in the world running smoothly and help people on their journeys through life? At American, you can be yourself.

It’s up to the candidate to pay for travel to the interview and any costs related to moving afterward.